Terms of Consultation, Treatment and Appointment

1. Agreement to Terms

By booking an appointment, purchasing a consultation or treatment, or making any payment to Oracle Clinics (“the Clinic”), patients confirm that they have read and agree to these Terms and Conditions. These Terms apply to all services provided by the Clinic, including in-clinic and remote consultations, prescribing and treatment services. The version in force at the time of booking or payment shall apply.

2. Nature of Clinical Services

The Clinic provides medical, aesthetic and women’s health consultation, assessment, prescribing and treatment services. A consultation is a professional clinical service and does not guarantee that treatment or prescribing will be offered. All treatment and prescribing decisions are made at the sole professional discretion of the practitioner, based on clinical judgement, safety considerations and regulatory requirements. Clinical recommendations may differ from patient expectations.

3. Consultation Fees

Consultation fees are payable in full at the time of booking.

Consultation fees:

• are non-refundable
• are non-transferable
• are not redeemable against treatment
• apply whether or not treatment proceeds

Failure to attend a scheduled consultation will result in loss of the consultation fee. Where the Clinic cancels a consultation, patients will be offered rescheduling or refund.

4. Remote Consultations

Remote consultations are medical services delivered without physical examination and may be clinically limited. Treatment recommendations or prescribing may be deferred or declined, and in-person review may be required. Where a remote consultation has taken place, the service is deemed delivered. Technical issues or non-attendance do not entitle patients to refund.

5. Deposits and Appointment Booking

A deposit is required to secure treatment appointments.

Deposits:

• are deducted from treatment cost where treatment proceeds
• are forfeited where less than 48 hours’ notice is given
• are forfeited in cases of non-attendance
• are not transferable between patients

Repeated late cancellations or non-attendance may result in requirement for full prepayment or refusal of future bookings. Deposits represent a reasonable allocation of reserved clinical time.

6. Treatment Packages

Treatment packages represent prepayment for professional clinical services and appointment time.

Packages:

• are valid for 12 months unless stated otherwise
• are non-transferable
• are non-refundable once any element is used
• do not guarantee treatment suitability or outcome

All treatments remain subject to ongoing clinical assessment.
Where treatment is no longer appropriate, alternatives may be recommended. Unused package elements may expire without refund.

7. Cancellation and Late Arrival

A minimum of 48 hours’ notice is required to cancel or reschedule appointments. Failure to provide adequate notice will result in loss of consultation fees or deposits. Patients arriving late may have treatment modified or declined. Where treatment cannot safely proceed due to lateness, the appointment will be treated as a late cancellation.

8. Clinical Decision Making and Suitability

Clinical suitability is assessed at each appointment. The Clinic may defer or decline treatment where:

• treatment is not considered safe or appropriate
• relevant medical information changes
• expectations are unrealistic
• informed consent cannot be established

Fees remain payable where professional assessment has been provided.

9. Fees, Pricing and Outcomes

Treatment costs are confirmed following clinical assessment. Once treatment has commenced, fees are payable in full and are not contingent on patient satisfaction. Aesthetic and medical outcomes vary. Dissatisfaction alone does not constitute grounds for refund. Patients acknowledge that aesthetic outcomes are inherently subjective and individual perception of results does not determine whether treatment has been appropriately performed.

10. Treatment Risk

All medical and aesthetic treatments involve inherent risk and biological variability. Complications or suboptimal outcomes may occur despite appropriate care. Where complications arise, the Clinic will provide appropriate assessment and management within the scope of its services. The occurrence of a recognised complication does not in itself indicate inappropriate treatment or entitlement to refund.

11. Patient Responsibilities

Patients are responsible for:

• providing accurate medical information
• complying with aftercare advice
• attending recommended reviews or monitoring
• reporting concerns promptly

Failure to do so may affect outcomes and limit the Clinic’s ability to provide effective care.

12. Prescribing

Prescribing decisions are made following clinical assessment and in accordance with professional standards. The Clinic does not guarantee that prescriptions will be issued or continued. Patients must comply with monitoring requirements. The Clinic is not responsible for outcomes arising from failure to follow prescribed medical advice.

13. Patient Conduct

The Clinic operates a zero-tolerance policy towards abusive, aggressive or inappropriate behaviour. Where behaviour compromises staff safety or professional care, the Clinic may:

• terminate consultations or treatment
• decline future services
• discharge the patient from care

14. Refusal of Service and Discharge

The Clinic reserves the right to decline or discontinue services where clinically or professionally appropriate. Patients may be discharged where trust is compromised or policies are repeatedly breached.

15. Complaints

Concerns must be raised through the Clinic’s formal complaints process. The Clinic will not engage in complaint resolution via social media or informal channels. Patients agree to allow the Clinic reasonable opportunity to investigate concerns before initiating payment disputes or external complaints.

16. Cooling-Off and Distance Contracts

Where services are booked at a distance, statutory cancellation rights may apply. By booking time-specific clinical services, patients request that services begin within any applicable cooling-off period. This does not affect statutory rights that cannot lawfully be excluded.

17. Clinic Cancellation

The Clinic may cancel or reschedule appointments where reasonably necessary. Where this occurs, patients will be offered rescheduling or refund of relevant fees. The Clinic is not liable for indirect or consequential losses.

18. Communication

Administrative and clinical communication is managed during clinic operating hours. Patients must seek urgent or emergency medical care where appropriate.

19. Payment Plans

Payment plans are subject to separate agreement and do not alter obligations under these Terms. Failure to comply may result in suspension of treatment or recovery of outstanding balances.

20. Legal

These Terms constitute the entire agreement between the patient and the Clinic.If any provision is unenforceable, remaining provisions remain valid. These Terms are governed by the laws of England and Wales.